Job Description

POSITION SUMMARY

The Account Managers are responsible for the total service experience and relationship of assigned accounts and/or the support of the Account Team in the service of his/her assigned accounts. This includes serving as a key liaison between the customer and Verus Rx, trending/monitoring of issue resolution, and education for the customer and their employees. They are responsible for externally facing communications directly with clients to maintain strong client relations and retention through proactive contact, plan management and review, and timely and accurate response to customer or Account Team needs. As the primary point of contact for Verus Rx clients, the Account Manager is responsible for building relationships with new clients and coordinating internal and external stakeholders to meet and exceed client expectations. The Account Manager will work with operations to ensure proper execution in providing clients and members the best possible service and support. Regular onsite meetings with clients will be held to provide clients with information on their prescription plan and deliver recommendations for cost containment and continuous improvement. This individual will build and maintain strong and positive client relationships ensuring customer satisfaction, growth and retention for assigned clients. They will effectively lead the account service team for these clients in regards to strategic planning on a day-to-day basis, focusing on service, revenue and operational efficiency initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to clients’ questions and ensure their problems are resolved.
• Support group implementation and management.
• Participate in benefit plan setup and testing.
• Make certain the timelines of project implementation.
• Develop and maintain strong interdepartmental relations and communication as it specifically relates to managed accounts including finance, IT, legal, sales, clinical and other departments as needed, in order to establish an understanding of client needs for implementation and ongoing services.
• Perform user-acceptance testing on system enhancements including creating test plans, documenting and communicating test results.
• Solve and provide timely and accurate resolution of system issues.
• Manage book of business in pursuit of fiscal revenue targets as set by management.
• Ensure high degree of client satisfaction and retention through demonstrable results and by effectively leading the service team to achieve client service goals.
• Effectively utilize Verus Rx resources to proactively address client needs and to escalate issues where appropriate.
• Provide timely feedback of strategic plan performance and outcomes to the management to ensure service and growth opportunities are maximized and incorporated into the organizational strategy planning process.
• Provide oversight of projects and client initiatives and assists in the interpretation and context of client requests.
• Maintain the integrity of the annual strategic business plan and manage the fiscal revenue plan.
• Manage client renewal process, including participation in development and review of proposal of pricing terms in lieu of the fiscal revenue plan, mitigate organizational risks with respect to performance guarantees, and unveil opportunities for Verus Rx product usage as well as client growth and expansion.
• Lead renewal presentations.
• Support the implementation process for assigned clients, including oversight of implementation and contract terms.
• Build strong and positive internal relationships with your account service matrix team in order to realize the full potential of the assigned book of business.
• Coordinate with Verus Rx subject matter experts to increase knowledge of Verus Rx products, services and industry information to be incorporated into and strengthen client relationship.
• Organize and lead client business planning meetings, quarterly and annual executive pharmacy briefings, client leadership councils and internal team strategy planning discussions.
• Demonstrate proficiency in Excel, Word and PowerPoint, organizational web-based tools in support of these functions.
• Supports and assists in sales and prospect presentations.
• Develops and maintains effective relationships with client consultants as appropriate.
• Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Bachelor’s Degree and three (3) to seven (7) years related experience; or equivalent combination of education and experience.
• Experience with Self-Insured employer groups is preferred. However, any successful experience with self-insured employer groups will be considered.
• Required experience depends on assigned market segment.
• Business to business experience required.
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
• Must have the ability to use logical methods to address problems and develop effective solutions ensuring customer expectations are met or exceeded.
• Must have advanced attention to detail with the ability to prioritize and meet deadlines.
• Ability to analyze, interpret and organize information in a clear and concise manner.
• Strong analytical, technical and problem-solving skills.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who is able to work with minimal amount of supervision.
• Capability to efficiently complete tasks in a fast-paced environment.
• Ability to work with peers in a team effort.
• Highly organized with the ability to adapt to challenging priorities.
• Experience preparing and interpreting reports.
• Ability to work extended hours, weekends and holidays pursuant with industry demands.
• Intermediate to advanced skill set in MS Office; Word, Excel, PowerPoint, Project and Outlook as well as Salesforce.
• Outstanding knowledge of the health benefits arena, preferably in pharmacy benefits management “PBM” or other managed healthcare services to national and regional managed care organizations, insurance companies, and other health related entities.

This position may require domestic travel up to 35% of the time, with little or no advance notice and depending on client contractual requirements.